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CRM Technology Manager
Blackboard Inc.
Greenville, SC, United States
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The CRM Technology Manager will provide functional and technical support to large strategic clients and will report to the Sr. Director of Enrollment and Retention Services. The individual has responsibility for providing service direction for items related to enrollment clients, including communication planning, optimizing CRM technology to support enrollment services, reporting and analytics oversight, and developing implementation guidelines for new clients. This position works closely with other management staff to ensure quality delivery of all enrollment content and communication plans within the CRM.
The CRM Manager plays an integral role in the success of the group. Specifically, s/he will be responsible for:
• Maintaining overall responsibility for management of clients’ central enterprise-level CRM system (experience with Hobson’s Radius is preferred)
• Understanding client’s strategic enrollment goals and translating them into configuration of the CRM and system usage
• Customizing CRM forms, fields, views, reports and dashboards
• Developing and maintaining custom validation rules and workflows, as well as participating in the integration process of other enterprise systems
• Auditing, uncovering, and resolving data integrity issues, as well as performing bulk data imports, updates and exports as necessary
• Managing CRM user security roles and privileges and training new users on the CRM system
• Independently performing implementation, testing, documentation and updating the CRM system
◦ Responding to and supporting all CRM users throughout the system in a timely fashion
◦ Conducting training in the form of online webinars, and live sessions as needed
◦ Providing support and troubleshooting within the CRM system, and makes changes as needed
◦ Engaging with key CRM stakeholders when determining and implementing system changes
◦ Maintaining user defined RFI Forms, Event Forms and Self-Service Portals
◦ Creating user defined Reports and Dashboards utilizing the reporting analytic tools within the CRM
◦ Working closely with Enrollment Managers to support the delivery of communication plans that will incorporate phone, email and texting communications to students.
◦ Managing all security aspects of CRM to include, data, user profiles and access rights
◦ Developing end user training curriculum and materials
Professional Qualifications
Required Skills
• Bachelor’s degree
• 5 years of experience as a CRM administrator or related position
• Demonstrated analytical, critical-thinking and data reporting and analysis skills.
• Collaborative individual, with relationship building skills that generate product enthusiasm and produce results beyond expectations.
• Experience building email templates inside the CRM tool (preferred HTML experience).
• Proficiency gathering, compiling, and analyzing reports.
• Strong customer focus and problem-solving capabilities.
• Independent, self-starter with strong prioritization, project management and coordination skills; and ability to excel in a fast-paced, cross-functional team environment.
• Consistently perform under the pressure of deadlines and other administrative demands.
• Proficient with MS Office products including Word, Excel, Access, Power Point, MS Project, Visio and Outlook.
• Ability to travel up to 15% of the time.
Preferred Skills
• Experience in the education market, specifically related to enrollment and recruiting challenges, and CRM best practices strongly preferred
• Experience with Hobsons Radius (formerly Intelliworks)
• Experience with Hubspot, SalesForce and/or Slate
• Call center support experience
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity or expression, protected military/veteran status, or any other protected factor.
Location/Division: Greenville, SC, USA Job Requisition: BB-1957